Hi, I’m
Nitin Kalra
Project Manager - Technology
Delhi
Summary
PRINCE2 Practitioner Certified professional with 15+ Years for IT infrastructure and software deployment experience in Telecommunications (DSL and GSM), call centers (domestic and International) industries.
Overview
21
years of professional experience
2
Certifications
1
Language
Work History
Teleperformance
IT Project Manager
01.2016 - 08.2023
Job overview
- Managed projects across multiple industry domains for call center technology deployment
- Role includes solution designing, procurement, onboarding project teams and implementing solution to achieve business objectives
- Steady state local technology team leadership for capacity planning, network upgrades, desktop and Avaya phone infrastructure upgrades for smooth call center operations
- Managed projects upto 1 million USD deployments and team sizes upto 20 direct reports
- Involved in registration & compliance to Voice solutions with DOT/TRAI or foreign Government regulatory bodies
- Responsible for technology trasitions from varios clients in banking and finance, energy/gas, telecommunication industries across UK, US and Middle East regions
- Managing the on boarding and implementation of new customers from RFP phase until BAU support phase
- Project Risk management
- Cost saving to reduce IT budgets
Intelenet Global Services
Assistant IT Project Manager & Service
03.2007 - 03.2016
Job overview
- Intelenet Global
- Managing local as well as other TP center's IT Infrastructure (Network / Servers / Compliance), also responsible to troubleshoot and resolve complex technical issues
- Team Management – Lead and guide support teams for Gurgaon offices for incident and problem management
- These teams include Network, Server, and Desktop infrasturcre
- Leasing teams for project teams and to ensure that deliverables are provided to project managers
- Work with cross functional stakeholders and establish productive, professional relationships with key personnel & vendors in assigned projects
- Vendor management – SLA and OLA with outsourced teams
- Identify and assemble the appropriate blend of resources to meet project needs and requirements, manage sub-contractors
- Handling different clients IT infra including LAN / WAN / Servers and business applications accessibility (Adobe, AT&T, Flipkart / Dubai telecom, Apple, Microsoft, SanDisk, Trainline, Yahoo, Amazon etc.)
- Leading and planning all the upgrades for all TP North India sites coordinating with internal and external customers
- Monitor all Network devices and Servers through web monitoring tools (Solar wind NPM)
Sparsh BPO
Telecom Engineer
12.2003 - 03.2007
Job overview
- Providing Technical support for Tadiran Coral Flexi Com 6000/R Voice Switch (C.G) expandable up to 6000 ports for Call Center
- Overall Upkeep of Telecom Network – ensuring Zero Down Time (SLA minimum 99.5% up time in process for telecom network) – this includes weekly review & reporting
- Co-ordination with Service Providers for upkeep/addition/toll free number working etc
- Telecom Cost Optimization & Weekly Reporting
- Ensuring 100% Billing Data capturing from all channels
- Upkeep of Extension Vs Process Chart, PRI Vs Trunk Group Chart, PRI Vs Cost Chart etc
- A weekly audit and reporting to be done
- Designed multi-tasking reports to ensure and check the IVR flow wait que, Customer services Quality and Switch functionality in one assembled database.
Konic
Executive Engineer
01.2003 - 12.2003
Job overview
- Telecommunications
- Support & Marketing
- Providing Technical support for TATA telecom products
- Maintaining log of faulty connections and send the error report to client on a daily basis
- Follow up with customers having hardware related problems to provide timely resolution
- Maintaining the TAT (Turn Around Time) as provided by the client.
Education
Manipal University
MIT
Skills
Implemented cloud projects using Azure infrastructureProficient in IT Project Management and Service DeliveryDocumentation, and Presentation SkillsExperience inIT Presales, solution designs of Contact Centre platforms through Functional Analysis (FA) of Business Requirements GatheringIncident and Problem ManagementRisk managementCommunication ManagementProject budget ManagementStakeholder ManagementSchedule ManagementTeam ManagementReady for relocation if neededValid Passport: YesObjectiveLooking forward to secure a project, PMO or program management position in a challenging environment which provides decent growth opportunities and learning for my future
Certification
Prince 2 Foundation and Practitioner
Timeline
IT Project Manager
Teleperformance
01.2016 - 08.2023
Assistant IT Project Manager & Service
Intelenet Global Services
03.2007 - 03.2016
Telecom Engineer
Sparsh BPO
12.2003 - 03.2007
Executive Engineer
Konic
01.2003 - 12.2003
Manipal University
MIT